Senior Program Manager

RP Professional Services, LLC (RP) is a rapidly growing government consulting firm headquartered in Ashburn, Virginia. We’re an 8(a), Service-Disabled Veteran-Owned Small Business (SDVOSB) that exclusively enables the missions of U.S. Federal agencies through superior mission support and technology integration. Our dedication to our employees and clients is driven by our promise to deliver Excellence, Value, and Flexibility. "People, not just Resources" is more than our motto; it's the foundation on which we are built! At RP, we take pride in who we are and what we deliver.

RP is seeking a Senior Program Manager. The Sr. Program Manager will oversee and manage the delivery of IT support services to a diverse and extensive user base across 100+ locations within, and outside, the continental United States. This role involves developing and executing strategies to enhance end-user support programs, ensuring high levels of customer satisfaction, and optimizing support operations to meet business needs. You will be responsible for providing oversight, innovation, programmatic excellence, and overall forward-thinking solutions to our federal healthcare customer.

This position is contingent upon the contract award.

Responsibilities:

• Program Management: Lead the planning, execution, and management of end-user support programs, ensuring alignment with organizational goals and objectives.
• Support Strategy Development: Develop and implement support strategies and frameworks to effectively address the needs of a large end-user community, including SLA (Service Level Agreement) management and continuous improvement initiatives.
• Team Leadership: Supervise and mentor a team of support professionals, including support managers, technical support specialists, and help desk staff. Provide guidance, training, and performance evaluations.
• Stakeholder Collaboration: Work closely with cross-functional teams, including IT, HR, and operations, to identify user needs, resolve issues, and implement solutions.
• Incident Management: As the point of escalation oversee the resolution of complex support incidents and ensure that escalation procedures are followed. Analyze incident trends and root causes to develop preventative measures.
• Performance Metrics: Develop and monitor key performance indicators (KPIs) and metrics to assess the effectiveness of support programs. Prepare and present regular reports to senior management.
• Process Optimization: Identify areas for process improvement within the support function and implement best practices to enhance efficiency, effectiveness, and user satisfaction.
• Customer Experience: Ensure that end-users receive timely, accurate, and professional support. Develop and manage customer satisfaction surveys and feedback mechanisms.
• Technology Utilization: Leverage support tools and technologies to streamline support processes and improve service delivery. Stay updated on industry trends and innovations in support technologies.
• Budget Management: Develop and manage the budget for the end-user support program, including staffing, training, and technology investments.

Requirements

Required Qualifications:

· Education: Master’s in information technology, Business Administration, or a related field. Relevant certifications (e.g., ITIL, PMP) are a plus.

• Experience: Minimum of 7 years of experience in IT support, customer service, or a related field, with at least 5 years in a management or leadership role overseeing large support teams.
• Skills:
  • Strong leadership and team management abilities.
  • Excellent problem-solving and analytical skills.
  • Proficiency in support tools and technologies (e.g., ticketing systems, remote support tools).
  • Exceptional communication and interpersonal skills.
  • Ability to manage multiple priorities and work under pressure.
  • Strong organizational and project management skills.

Preferred Qualifications:

• Experience in managing support programs for large-scale or enterprise environments
• Familiarity with IT service management frameworks (e.g., ITIL).
• Experience with budgeting and financial management for support programs.

Benefits

• Health Benefits: Medical, Vision, Dental
• 4% retirement match with 100% vesting
• Company paid STD and LTD
• Company paid basic life insurance
• Competitive PTO package

RP Professional Services, LLC provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.